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In this session you will learn about one company’s experience implementing Customer Success Managers (CSMs). The CSM job description and how it was crafted will be shared, along with the essential skills and competencies to look for in CSM candidates. Tips on how to avoid conflict with other, existing roles will be discussed. Suggestions on how to measure the performance of the CSM role as well as organizational structure considerations will also be reviewed. The areas of CSM career path and retention strategies are included in this comprehensive session. Lastly, how to monetize the CSM role in some instances will be examined. In each area, potential mistakes to avoid will be highlighted.
Publish Date: March 17, 2015
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Peg Rodarmel, SVP, Subscription Services, Infor
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